Digital Services Support Assistant Manager

At VyStar, we offer competitive pay, an excellent benefit package that includes a 401(k) Plan, an extensive paid technical and on-the-job training program, and tuition reimbursement--available to all full and part time employees.  Part time positions start at a minimum of 30 hours per week.

We encourage you to become a part of VyStar Credit Union's family of employees.

* SELECTION PROCESS:

As part of our preliminary recruiting process, we kindly ask candidates to complete an online assessment sent to their email from our third-party vendor, HireVue. To be considered, please complete the assessment within the allotted time. If you don't receive it after applying, check your spam folder. Assessment results are valid for 6 months.

ACCOUNTABILITY STATEMENT The Digital Service Support Supervisor will manage the Digital Services Support team within the Call Center. The Supervisor will be responsible for driving the development, adoption and member experience of digital member self-service and communication channels to enhance convenience and desirability to VyStar Credit Union members. The Digital channels include Internet Banking, Mobile Banking, Bill Pay, ACH funds movement services, SMS text banking, email, phone, video conferencing, and social media. The selected candidate must demonstrate each of the VyStar Excellence behaviors listed below when performing the duties and responsibilities of their job. Focus – Focus your full attention by carefully listening to and observing your member. Connect – Consistently be friendly and approachable. Demonstrate you care. Understand – Listen empathetically and ask questions. (80%/20%) Counsel – Recommend solutions based on your member’s needs and objectives. Advance – Ensure that member’s expectations were exceeded. Verify necessary follow-up action.

****This position can be based in any of the following markets: Jacksonville, FL, Suwanee, GA, Tallahassee, FL or Winter Park, FL.****

MAJOR DUTIES AND RESPONSIBILITIES

• Actively and consistently support efforts to simplify and enhance the member experience.
• Build out integrated experiences across digital channels to create messaging initiatives and to develop business use justifications to improve the member experience.
• Define digital channel specifications, establish milestones, and manage quality assurance activities for a cross-functional team.
• Define success metrics for new projects and track performance for existing products to ensure the team is moving towards defined goals.
• Research, troubleshoot, diagnose, and recommend solutions to complex business and technical problems.
• Manage social media engagement
• Enhance live agent messaging experience based on key findings, industry research, usability testing and member feedback.
• Manage up to 20+ individual contributors by coaching, training, mentoring, documenting performance and providing effective performance management feedback.

REQUIRED QUALIFICATIONS

• Extensive operational and systems knowledge of Member Service and Lending processes and the systems associated with these functions
• Effective communication skills including excellent oral and written skills
• Ability to effectively identify and articulate strategies, issues, root cause analysis, and preventative measures to senior leaders.
• Strategic thinker to research and resolve issues members experience with digital services
• Extensive knowledge of emerging digital trends and technologies
• Project management skills
• Ability to manage multiple projects while managing efforts across multiple functional areas
• Technically knowledge; understands software/web/app technologies
• Strong analytical approach to presenting recommendations and making decisions
• Maintains solid understanding of risk mitigation and compliance relative to electronic services / transactions.
• Ability to work and effectively execute in a fast-paced environment
• Proficient in all Microsoft Office programs and Call Center including Verint, Report Retriever, CentreVue, CUNA web Tool, and other systems as needed
• Perform additional duties as assigned
• 3 or more years in a financial institution call center
• Spanish -speaking skills are highly preferred
• All employees and business units, as first line of defense, are expected to proactively help identify, assess, manage, and report risks within their domain of work. To enhance a healthy risk culture and support our growth for good pillar, employees will maintain vigilance in safeguarding our operations while ensuring compliance with regulatory mandates. The Risk team serves as the second line of defense by providing risk oversight and credible challenge whereas the Audit team serves as the third line of defense by providing risk assurance.

Incumbent is expected to demonstrate each of the following VyStar Excellence behaviors in performing the duties and responsibilities of their job:

• Focus - Focus your full attention by carefully listening to and observing client or member.
• Connect - Consistently be friendly and approachable.  Demonstrate your care.
• Understand - Listen empathetically and ask questions (70%/30% rule).
• Counsel - Recommend solutions based on your member’s needs and objectives.
• Advance - Ensure that member’s expectations were exceeded.
• Verify necessary follow-up actions.

EDUCATION REQUIREMENTS

• Bachelor’s degree preferred - an Associate’s degree is required – Associates degree may be substituted for 4 years of experience with direct member or customer contact in a call center or financial institution
• Associates degree may be substituted for 4 years of experience with direct member or customer contact in a call center or financial institution.

DISCLAIMERS AND WORK ENVIRONMENT/PHYSICAL DEMANDS

Nothing in this position description is an implied contract for employment.  The position description is intended to be an accurate account of the essential functions.  The functions are not all encompassing and are subject to change at any time by management.

The work environment characteristics described are representative of those that an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

As required or requested, may exert up to 20 pounds of force occasionally and/or a negligible amount of force constantly to lift, carry, push, pull or otherwise move objects.

VyStar Credit Union is not seeking outside assistance or accepting unsolicited resumes from staffing agencies or search firms for employment or contractor opportunities. Any resumes submitted by an outside vendor to any employee at VyStar via e-mail, internet, or directly to hiring managers without a valid written search agreement with the Talent Acquisition / HR department will be deemed the sole property of VyStar Credit Union.

No placement fee will be paid if a candidate is hired as a result of the referral, or through other means.

Thank you for your inquiry regarding our current job opening.  Your resume will be carefully reviewed against the position requirements. Should your experience and skills match, you will be contacted by one of our Human Resources department staff members.

Thank you again for your interest in this position!

VyStar Credit Union Human Resources